At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life MAIN PURPOSE OF JOB • The Customer Service Rep III/Technical Support Agent has a key role in supporting Medtronic’s service and repair strategy across all of our business sectors. The incumbent is responsible for providing the highest level of service to external and internal customers, while operating within company guidelines and ensuring that the needs of all customers are met in a timely, comprehensive manner. • This position also plays an important role in supporting market share gain initiatives by ensuring our ability to supply to customers timely evaluation assets. The incumbent oversees the full eco-system of Asset Pool Operations across all MedSurg businesses at Medtronic Canada and will undertake to drive efficiency and the harmonization of Medtronic Canada Asset Management Model. Incumbent will ensure a consistent high standard in meeting customers' and Commercial Sectors' needs. Furthermore, this position will develop asset deployment optimization initiative to track, flag and ensure return of overdue assets. MAIN JOB DUTIES/RESPONSIBILITIES (may include the following and other duties may be assigned): • Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff. • May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders. • May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments. • May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels. • Responsible for reporting complaints and Adverse Drug Reactions (ADR) • Properly documents product complaints, service request and inquiries generated by customers and/or Sales team. • Provides quotes for repair, exchange, service contracts and service parts, answers warranty coverage related questions. • Possesses basic understanding and knowledge of products supported and service lines. • Direct complex technical issues to appropriate Medtronic personnel (Service Technicians, Field Service Representatives, or another proper person/department). • Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA. • Process all Service billing from work order to service contract and resolve disputes. • Track repair returns/calibration to Medtronic US factories/Third parties. • Coordinates with Technical Services to ensure regular maintenance or asset equipment • Contribute to the update and maintenance or work instructions and procedures, as required • Process parts replenishment order for Service Center and Field Technicians. • Implement executed Service Contracts into SAP • Process Capital Order requiring installation for MedSurg businesses and coordinate delivery, install schedule with Customer, Territory Manager and Field Service Supervisor. • Identifies Planned Maintenance schedule and creates PM in SAP for the warranty or service contract duration. • Purchase departmental PPE, test equipment, fixture and tooling. • Serve as liaison for departmental vendor set up with QA. • Maintaining all departmental test equipment records and associate set up in SAP. • Proactively works with each Business Section & Planning to map out and review Asset Operation's needs to support market share growth initiatives. • Establishes system to track and provide regular reporting on all asset placement to help improve on Cashflow objectives as well as provide timely report on overdue assets for Sales to action upon • Analyzes trial, demo, repair needs nationally and works with Service Repair Center to ensure a timely turnaround of company asset and customer repair • Implement executed contracts into contract management system (ACT) • MedSurg businesses’ support including all evaluation, demo, clinical trial (shipment and return management. Provides regular reconciliation of inbound vs outbound assets. CAREER STREAM: Individual contributors who provide organizational related support or service (administrative or clerical) for other members within the organization. The majority of time is spent in the delivery of support services or activities, typically under supervision. DIFFERENTIATING FACTORS: Autonomy: Seasoned individual contributor who provides assistance and training to lower-level employees. Performs a wide variety of non-routine clerical and administrative tasks and may support special projects or assignments. Works under limited supervision. Organizational Impact: Works to deliver day-to-day objectives with significant impact on achievement of results for the job area Work involves obtaining or providing information or data requiring some explanation or interpretation. Work consists of tasks that are typically not routine. Innovation and Complexity: Makes minor changes in systems and processes to solve problems or improve effectiveness of job area. Expected to independently propose solutions to problems for manager review. Communication and Influence: Communicates typically with internal and external contacts. Obtains and provides information on matters of moderate importance to the job area. Leadership and Talent Management: Responsible for providing guidance, coaching and training to other employees within job area. Required Knowledge and Experience: Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education. Requires minimum of 4 years of relevant experience. REQUIRED QUALIFICATIONS KNOWLEDGE/EDUCATION • Requires broad practical knowledge of operational systems and practices typically gained through extensive experience and/or education. JOB EXPERIENCE • Requires minimum of 4 years of relevant experience and minimum of high school diploma or equivalent. SKILLS/COMPETENCIES • Experience in ServiceNow, SalesForce.Com, ServiceMax applications •Strong verbal and written communications skills • ERP system experience SAP • Thrive in a fast-paced work environment • Able to prioritize in a constantly changing environment. • Demonstrated ability to work effectively with cross-functional partners. • Strong ability to think analytically while being efficient in executing tasks tactically. • Strong organizational skills • Thorough in follow-ups • Ability to provide proactive solutions to customer issues • Proficient in Microsoft Office applications (Excel, Access, Word). • Ability to learn and retain advanced product, process and policy information DESIRED/PREFERRED QUALIFICATIONS KNOWLEDGE/EDUCATION • College Diploma SKILLS/COMPETENCIES JOB EXPERIENCE • Experience working in a medical device or healthcare industry. • Fluency in French and English (verbal and written) PHYSICAL JOB REQUIREMENTS • The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Medtronic Canada strives through our vision to build a culture of inclusiveness through our commitment to employment equity and diversity. Discrimination is prohibited on any grounds protected under Canadian Human Rights legislation. Employment applications are encouraged from all members of our community. Upon request, candidates with disabilities will be accommodated during the recruitment process. Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. Benefits & Compensation Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). About Medtronic We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. We change lives. Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. We build extraordinary solutions as one team. With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. This life-changing career is yours to engineer. By bringing your ambitious ideas, unique perspective and contributions, you will… Build a better future, amplifying your impact on the causes that matter to you and the world Grow a career reflective of your passion and abilities Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. Better outcomes for our world. Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here. For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com
